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Annual Report 2011 - 2012

Focus on clients

Measuring client satisfaction

Priority: Excellence in legal services

Legal Aid NSW undertakes a biennial Client Satisfaction Survey to measure satisfaction with advice and minor assistance services across the criminal, family and civil law practices. While the 2011 survey revealed a pleasing 89.5% satisfaction level, there were a number of recommendations for improvement in the report. We reviewed the recommendations and developed an implementation plan in response. Actions taken under the plan include staff training initiatives, work with partners to ensure seamless service, and client awareness raising. The Executive Committee is monitoring implementation. We will conduct another survey in 2012–2013.

Increased focus on customer service

Priority: Access to justice

The Grants Assist pilot began in January 2012 at the Central Sydney office. Grants staff helped 18 clients to complete applications for legal aid after they had received advice from a family lawyer, spending up to an hour with each. To support the pilot, Grants staff developed fact sheets and FAQs on how to apply for legal aid, which LawAccess NSW trialled with good results. The pilot will be evaluated in 2012–2013.